I was told incorrect information about the policy of prescription lens changes. I was told by Employee A that if my prescription changes within 90 days, I could get my lenses replaced free of charge. This convinced me to buy a replacement now plus a backup, rather than wait for my new prescription. When I came back to pick up my lenses, I asked again (different employee, Employee B) to confirm the policy of lens replacement. Employee B rudely insinuated I was trying to game the system, when I was simply asking to confirm details about the policy I was told. She forcefully said there was no way I was told what I was told, that the blame was on me for misunderstanding, despite the fact that she wasn't even there. Employee A who was listening in the background looked concerned and confused, but didn't speak up.
I know what I was told as I had an extended conversation with Employee A. Originally I told Employee A "Well, I won't get the backup for now because my prescription expires soon anyway." Employee A had looked at my prescription expiration date and said "Don't worry, if your prescription changes within 90 days, feel free to come back and get your lenses replaced before that time is up." This is how I found out they had any sort of 90 day policy in the first place. Looking at the Costco policy online now, I see that I was indeed told incorrect information. Look, everyone makes mistakes, I understand that. If I received an apology for the misinformation, it would've been fine. But instead I feel incredibly disrespected and gaslighted by Employee B who implied I was trying to cheat, when I simply wanted clarity about the policy. Given this poor interaction, I can't recommend this Costco for glasses.
